Service Designer

We are seeking 2 Service Designers. ​The work location for this exciting opportunity is virtual. The selected candidate will work 100% remotely from home and can be located anywhere in the United States but will need to work east coast hours.

Position Summary:
The Humanitarian Services Product Management team aspires to create human-centered digital experiences for our workforce and clients and to ensure our digital products support successful mission delivery. As a Service Designer, you will apply design thinking approaches and collaborate with cross functional teams to facilitate discovery of problems and opportunities in both digital experiences and business processes as well as co-create solutions to improve the experience, adoption, and mission success of our digital product portfolio. Our products support our humanitarian mission in a growing number of ways including delivering financial assistance to those impacted by disasters, visualizing situational awareness for disaster response and logistics operations, and onboarding and assignment of new volunteers to critical mission roles.

Typical activities include using design thinking methods (e.g., ideation, journey mapping, service blueprinting, prototyping, testing, and feedback) as well as business analysis methods (e.g., business capability and process mapping) throughout the product design and delivery lifecycle and with a wide range of audiences, from senior leadership to front-line implementers. You’ll work closely with product engineering colleagues on user story development and solution design. You’ll bring a holistic view by researching externally for design inspiration and best practices while incorporating internal constraints such as business and technology policy, compliance, and standards to reduce risk.

Perform all duties and responsibilities in compliance with standard operating procedures and other applicable Federal, State and local regulations.

Responsibilities:

• Collaborating with technology, product, and business teams to uncover customer and business needs and translating them into intuitive and engaging digital experience designs that lead to desired mission outcomes.

• Learn and understand business processes and how new applications or current system enhancements can best ensure the success of business users. Investigate complex operations-related problems/inquiries and recommend, facilitate and coordinate solutions. Evaluate new IT developments, applications and evolving business/systems requirements. Document, analyze, and clarify business requirements and translate into technology artifacts from which technology solutions are developed ensuring adherence to system architecture and software compliance standards.  Define new and enhanced business processes.

• Facilitating discovery sprints and workshops to support early-stage product definition by uncovering customer pain points and opportunities

• Creating effective visual storytelling artifacts of business and technology concepts to promote decision-making and product design

• Partner with clients to develop a strategic plan to implement their technology vision. Audit existing and blueprint new digital experiences, identifying opportunities and solutions for improvement and experimentation

• Creating process and user flows, journey maps and interaction models, and service blueprints, resulting in low to high fidelity prototypes, artifacts, and tools

• Facilitating collaboration and communication between technology and business stakeholders through discovery, design, and product development sprints

• Adapting industry best practices and creating new service design and business analysis tools, methods, and standards. Promote adoption across cross-functional teams.